Software Solutions Engineer II

Job Description

SUMMARYThe Software Solutions Engineer II is responsible for the client s success in using the Duck Creek solution by driving the resolution of raised client issues, providing updated information on future releases, and clearly responding to base software related questions.ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
• Communicates directly with the customer(s) via web meetings and incident tracking workflow
• Communicates directly with Customer Service Managers to request or provide updates in a timely manner for high priority issues coming out of upgrades.
• Qualifies incidents submitted by third-party implementation teams or customers by identifying gaps in the details of incidents and gathering information
• Sets up environments within Azure test labs to replicate and triage incidents reported submitted by third-party implementation teams or customers
• Works within DCOD environments to replicate and triage incidents reported submitted by third-party implementation teams or customers
• Triages defects coming out of upgrades with minimal to moderate oversight from Support Engineer 2 or higher
• Leverages Duck Creek utilities such as Trace Monitor, ExampleUtil, data copy tools, etc to triage reported incidents
• Leverages third-party utilities such as Visual Studio, HTTPWatch, Fiddler, SQL Management Studio, etc to triage reported incidents
• Debugs incidents with minimal oversight from Support Engineer 2 or higher
• Provides work-a-rounds or solutions to third-party implementation teams or customers based on analysis during the triage process
• Escalates incidents deemed to be base code defects to the proper Engineering teams
• Applies SQL or XML scripts in DCOD environments to align data
• Identifies trends and patterns of reported data fix requests
• Identifies ways to automate processes regarding data fix requests or develop utilities to assist in the triaging process
• Creates training modules in areas of expertise to sharpen knowledge of upgrade team members
• Optionally act as a Skills Lead for Associate Support Engineer and Senior Associate Support Engineer team members to mentor and provide annual performance feedback
• Attends sprint reviews and supports targeted training
• Analyzes and assesses upgrade impact based on release notes and code changes for new release features
• Leverages Duck Creek upgrade tools to generate differential analysis and produce low impact upgrade path for Duck Creek Customers
• Identifies upgrade efficiencies including improvements to automation and tooling
• Develops and executes tests including PowerShell, Regression Runner and Selenium based automation tools
• Requires minimal direction and minimal oversight; Acts independently
• Perform other related duties and activities as required.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.QUALIFICATIONS/REQUIREMENTSEducation and Work Experience:
• Bachelor s in Computer Science, Computer Information Sciences or related degree;
• Work Experience: Minimum 3 years
Specialized Knowledge, Skills, and/or Abilities:
• Demonstrates expertise in the following competencies:
  • Triage expertise
  • Analytical ability
  • Creating training modules in area of focus for team members
  • Installation troubleshooting knowledge
  • Knowledge-based contributor
  • Product Installation in supporting area
  • PowerShell, Regression Runner and Selenium based automation tools
  • Salesforce workflow
• Demonstrates proficiency in the following competencies:
  • .NET and C# (or similar language)
  • Ability to operate independently with minimal guidance in focus area
  • Applicable DCU boot camp assessment score
  • Communicate with support personnel
  • Duck Creek triaging tools knowledge
  • Extensible Markup Language (XML)
  • Full Suite installation
  • Internet Information Services (IIS)
  • Replication/qualification of reported cases
  • Root cause analysis
  • Salesforce case organization and management
  • Structured Query Language (SQL)
  • TeamTrack Workflow and submission (if applicable)
  • TFS Workflow and submission (if applicable)
  • Azure Dev Ops Workflow and submission (if applicable)
  • Understanding new feature release details
  • Azure Test Labs or equivalent VM knowledge
  • Visual Studio or similar IDE
  • Frontend technologies like HTML, CSS, Skins, Javascript, Jquery.
  • Continuous integration practices.
• Demonstrates awareness in the following competencies:
  • Coding debug dlls
  • Coding additional trace messages
  • Insurance domain knowledge
  • Performance and memory diagnosis
Other Requirements:
• Work Authorization: Legally authorized to work in the country of the job location.
• Physical: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work
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Keyskills :
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